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Assignment-2

1. Service Recovery experience with Onida:We purchased an oven in Vijay sales. They delivered the oven to our home. When we opened

the packing we found that the piece is dented on one corner.

We lodged a complaint with Onida regarding this. They said that their person would come and

replace the oven within 2 working days. Accordingly, their person came in 2 days and gave us

the new piece.

We can say that they lived up to our expectations as they did the work according to what they

had said. They were good, timely and punctual in their service.

Yes, we will surely like to use their products and be their customer in future.

2. Service Recovery experience with Mahanagar Gas Limited:We had lodged a complaint against Mahanagar Gas Limited regarding Faulty Bill produced by

them showing more units than the actual. When we made a call to them and discussed the

above, they said that, give us the actual reading on the phone itself. We gave them the actual

reading as per their requirement and after giving them the actual reading they replied to us that

the actual bill will be sent to you in one weeks time.

We received the bill in one weeks time and we paid it off as soon as we received it and they

didnt charged us any late payment charges which were expected by us.

In this case, this service is an monopoly service. There is no other company who provides

pipeline gas. But they are giving good services till date and we are satisfied with their services.

We can say that they lived up to our expectations as they did the work according to what they

had said. They were good, timely and punctual in their service.

Yes, we will surely like to continue with their services and be their customer in future.

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3. Complain about submitting the document at Vodafone store

Even After submitting the document once they closed the outgoing call which was again

activated after submitting the document second time.

The response was not good when I talked to their customer care number even after visiting their

store second time full services were activated after 10 days.

The response should have been much more better they should have solved the query on the

first visit.

4. Service recovery experience of Taj GroupMy Freind, a software professional in UK, once came back to India for his vacations. He

chose the Taj Groups Hotels to stay during his vacation. At some point in the vacation,

the breakfast that was being served was not up to the expectations of my freind, as it

was overcooked. As his stay in the particular hotel came to a close, my professor was

handed over a feedback form to fill. Considering it routine, he filled in his details and

made a suggestion with regards to the grievance suffered by him.

Consequent to the vacation, he went back to the UK and started living his daily life. One

day, he receives a call. Not knowing who it was, the professor reluctantly picked up the

call, and to his surprise, on the other side, was none other than the GM of the London

property of the Taj Group.

After exchanging pleasantries, he realized that the feedback form he had filled had found

its way across the continents, and landed on the desk of the London head. The GMasked whether he could expect my freinds company for breakfast at the Taj, London on

a particular date and time. Once the appointment was set, on the stipulated date, a

luxury car was found waiting for my friend outside his company in London. What later

followed, was a good chat and a hearty, complimentary lunch for him.

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5. Service recovery experience of Reliance CommunicationIve had a long association with Reliance Communications as the preferred voice

provider. When it came to high-speed mobile Internet requirement, I again chose

Reliance Net Connect. Many satisfied customers of a known competitor Tata Photon+

had asked me to give Reliance a skip, as it has few connectivity issues near my

residence, which Tata doesnt. I chose to wait for Reliance to fix this issue, for an

entire year, because of all the experiences I have had about great service recovery in the

past. The issue seemingly has some political dimension to it, and so I did opt for Tata

services. But Im sure to be switching back to Reliance the moment I hear some

encouraging news of servicing my residence area.

Reason? Not a blind loyalty, no. Tata services works fine most of the time. But when it

goes down, thats it! Try reaching their customer service and youll know. I have given

up on calling their customer support, where even before reaching the representative,

the call gets dropped. Is it because Im calling from a Reliance phone? Anyways, not

diverting from the topic, Reliance did everything from sending technicians, to calling

regularly to check, to giving free months of service all for better user experience.